How do you handle multiple chats at the same time?

How do you handle multiple chats at the same time?

How to Manage Multiple Chats

1. Reduce Customer Wait Time with Canned Messages. Using canned responses can be one of the few ways to help your operators reduce customer wait time and help them keep the visitors engaged during the conversation.
2. Tackle Commonly Asked Questions with Knowledge Base.

How do you handle multi tasking when numerous customers are live chatting with you at the same time?

The best way to do this is to divide your tasks into mini-tasks; for example, if you are talking to multiple people at once, you may choose to respond before switching your attention to another customer (you don’t want an unrelated issue to be interfering with your thoughts).

How would you respond to multiple customers requesting assistance at the same time?

BrainTrust Query: Multitasking On the Retail Sales Floor

1. Ask permission from the first customer.
2. Greet the other customer.
3. Get back to the first person quickly and thank them for waiting.
4. Restate where they were in the sale.
5. Confirm they got it right.

What is concurrent chat?

(Concurrency rate) explained simply is how many multiple chats sessions an agent can handle simultaneously each interval. So, if your agents cannot access more than 1 account at a time… then your chat platform will be useless and it will cost just as much as a voice call which is a 1:1 Ratio.

How do you manage multiple chats on a team?

Choose how much chat history to include in the top right corner of Teams, then select Add people. Type the names of the people that you’d like to chat with. Next, select how much of the chat history to include, and select Add. Teams saves the entire chat history going back to the first message.

How do I manage live chat?

With that in mind, here are our top ten best practice tips for live chat queue management.

1. Set queue limits. First, and most importantly, set queue limits.
2. Categorise.
3. Prioritise key customers.
4. Find balance.
5. Look for trends.
6. Set specific goals.
7. Use chatbots.
8. Use canned responses.

How is chat concurrency calculated?

The best way to determine the forecasted concurrency is to look at your historical actual concurrency as the input. I’ll use the example of 1.6 concurrency. If this looks similar to your concurrency level, then you would need around 160 agents for calls and 100 for chat.

How many chats should an agent handle?

There’s a balance required when offering chat support but in general, agents should be able to handle 2-3 chats concurrently and dual monitors can help them do this effectively.

How do you prioritize multiple customers?

Best Practices for Prioritizing Customer Requests

1. First come, first serve.
2. Allow customers to determine the level of urgency.
3. Create categories for types of requests.
4. Create categories for types of customers.
5. Respond quickly, no matter what.
6. Streamline your reassign process.
7. Create service level agreements (SLA’s).

How do you handle many customers?

What To Do When You Have Too Many Customers

1. Raise Your Prices. Economics 101 tells us that if the supply decreases, and the demand remains the same, there will be a shortage.
2. Cater to Your Niche Market. Another way you can deal with a surplus of customers is to niche down into a more specific market.
3. Improve Your Process.

How is chat occupancy calculated?

What is occupancy in the contact center? Occupancy is an important metric in any contact center. It represents how busy your contact center agents are. The standard formula is (Total Handle Time)/(Total Time Available for Work).